HomeServe USA Corp.

On June 18, in preparation for the cooling season at my request HomeServe USA Corp serviced my central cooling systemI was not at home my son wasI did not test the system after servicing, I never thought I needed to besides I felt HomeServe USA Corp could have been trusted to do what they were contracted to doThe outside temperature also did not necessitate the system being turned onI did attempted to use the system on July 8, only to find it was not working but I was too tired after work so I retired to bed and the following day July 9, I tried again without success to cool the houseUnfortunately my June 18, appointment was twelve days before my yearly contract ended on June 30, I contacted HomeServe USA Corpto report the problem on July 9, nineteen days after work was performed on my system, but was told my contract had expired and I would have to renew my contract before they can send a technician out to my home to try to fix itI was also told by a Supervisor that to send a technician to my home would require approval from a Field Manager, and if the problem turns out to be the result of an item not covered by my contract I would be responsible for any and all expenses incurred by the technicianI was reminded that I did not have a contract with them and should renew my contract if I want my system checked again or accept the first optionThey refused to discuss the warranty of work done by their technicianMy system is still not working but I am actively looking for someone someone to repair itRight now the temperature in my home is 82; there was not a problem with the system I just needed it to be checked as I routinely doMy home is only eight years old so I know it is not the system, something must have been done incorrectly during servicing

I will NEVER get this company againI moved and showed proof that I movedThey promised to refund the ten months they charged me and I just got my bank statement that they ARE STILL CHARGING MEI even moved out of stateI see them as greedy and no customer serviceJust make themselves sound good and meanwhile another month of charging goes byI'm closing my bank acct so it ends??

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction
According to our records, on 2/9/2017, *** *** contacted HomeServe to report a leak under her kitchen sink, and requested a service call under her Interior Plumbing and Drainage System
coverage (the “Internal Contract”)HomeServe deployed ** ** ***, and they were onsite 2/10/While onsite ** ** ***s identified the leak was coming from the garbage disposal, which is not coveredThe Internal Contract states “What’s Not Covered: We will not be responsible for any of the following: Appliances; Any fittings or fixtures, for example water tanks, water heaters, radiators, bathroom fittings, faucets, toilets, baths, shower pans, shower/bath diverters and sinks, pressure reducing valves and backflow prevention devices, pumps or grinders;”
On 3/8/2017, *** *** contacted HomeServe to advise she was having an issue with her septic line, and requested a service call under her Exterior Sewer/Septic Line Coverage (the “Septic Contract”)*** *** advised she was not experiencing sewage backing up into her propertyHomeServe deployed ** ** *** to *** ***’s homeA technician from ** ** *** contacted HomeServe on 3/8/and advised that *** *** said her line needed to be replaced based on information from her own contractor** ** *** offered to come out to the home and inspect the line to make a recommendation, however *** *** cancelled the work orderThe HomeServe agent attempted to reach *** *** to confirm, however he was unsuccessful
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 3/20/2017, 3/27/2017, and 3/28/2017, without successIf *** *** is experiencing an issue with her septic line, she may contact our CAT agent directly at 423-499-
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of Mr***’s complaint and are happy to report that the matter has been resolved to his satisfaction
According to our records, Mr*** contacted HomeServe to report an issue with his water service line and requested a service call under his Water Service Line coverage (the
“Contract”) on 9/9/HomeServe deployed ***; they were onsite the same day
On 9/16/Mr*** contacted HomeServe for a status update, at that time the HomeServe repair agent contacted *** to determine the status of the repairThe representative from *** advised that they were preparing an estimate for the repair costMr*** contacted HomeServe again on 9/19/and 9/20/for a status updateThe HomeServe agents advised Mr*** that *** had not supplied the estimate, and confirmed with *** that the estimate was in process
HomeServe received the estimate on 9/21/2016, and approved the repairsIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr*** and spoke with him on 9/23/Mr*** confirmed that the repairs were completed on 9/23/2016, and he was satisfied with the completion, however he still had concerns regarding the amount of time it tookOur CAT agent apologized for the delay, for any inconvenience Mr*** experienced, and advised that we are reviewing the process to identify improvements in our response time in an effort to continue seeking to resolve issues more expeditiouslyOur CAT agent also provided Mr*** with her direct contact number, in case of any further issues
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by M** *** *nd are happy to report we have resolved the matter to her satisfaction
According to our records, on 11/29/MsMoorefi*** contacted HomeServe to report a power surge and requested a service call with her Electrical Surge Coverage
(the “Contract”)HomeServe deployed TWG Home Warranty Services Inc(“TWG”)TWG contacted *** *** on 11/30/to initiate the warranty claim proces** *** *** placed a claim for a laptop and a dryer that were damaged due to the power surge
TWG was unable to locate a technician in *** *** area to service the laptop, and offered a reimbursement towards replacement in the amount of $to be mailed to *** *** *** *** received her reimbursement on 12/8/On 12/7/2016, a technician was onsite at *** *** home to inspect the dryerThe technician found that the dryer had been removed from the house, and stated that it appeared parts had been removed from the dryerDue to this inspection, the dryer claim was denied
In response to this complaint, on 12/14/a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with *** *** regarding the dryer claim*** *** explained that she had removed the dryer from the home and placed it in a shed on her property as she had borrowed a dryer from a neighborShe further explained that she could not go without a dryer for an extended period of timeOur CAT agent explained the findings presented by the technician, and offered to provide a goodwill check in the amount of $the amount *** *** *equested to replace the dryerM** *** *ccepted the offer, and expressed her gratitude to our CAT agent
We trust this response satisfactorily resolves the issue, and thank you for the opportunity to respond

We reviewed *** *** complaint and regret to learn of his dissatisfaction
0in 10pt;" class="MsoNormal">We are pleased that *** *** is interested in HomeServe’s products and services Our records show that *** *** was initially enrolled in our Exterior Water Service Line coverage from 3/6/until 5/6/2014, and then re-enrolled in this coverage on 7/1/
We apologize for the difficulties that *** *** experienced retrieving his old account information from our website At ***, customer can place new orders for products, or view the status of prior orders, but all other account inquiries are addressed by phone at ###-###-####
Thank you for the opportunity to respond. We look forward to assisting *** *** with his enrollment soon

We have reviewed the complaint filed by M** *** and regret to learn of his dissatisfaction with our optional Exterior Water Service Line offerMr*** assertion that HomeServe is participating in “duplicitous practice” is wholly without merit
In his complaint, *** *** referenced our
use of the *** *** ***HomeServe’s use of the *** *** *** and name is the subject of a licensing agreement with t** *** *** Water Resources DivisionAll mailing materials are reviewed and approved by *** County prior to useHomeServe currently has similar partnership arrangements with over utilities across the country, covering over million households
HomeServe does not present itself as affiliated with any municipality or utilityIn fact, our mailers explicitly state: “HomeServe USA Repair Management Corp(“HomeServe”), with corporate offices located at *** *** ** *** *** *** ** ***, is an independent company separate from *** *** *** Resources Division and offers this optional service plan as an authorized representative of the service contract provider, North American Warranty, Inc., *** *** *** *** *** ** *** Your choice of whether to participate in this service plan will not affect the price, availability or terms of service from *** *** *** *esources Division.” This disclosure is prominently displayed on the front page of the letter in the same size and type font as the other information on the page
HomeServe is a leading provider of home repair solutions with operations in states and has been serving customers in North America since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across North America, including CanadaHomeServe’s customers hold over million service contracts, and HomeServe has a 99% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating
HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by *** *** *o residential addresses to inform homeowners of optional home service contracts available in their areaThe mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of GeorgiaWe encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts
HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against water service line emergencies at their homesResponsibility for repairing the water service line typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing damaged exterior water service line componentsThe optional Exterior Water Service Line product offers homeowners protection from the costs associated with the repair or replacement of the water service line providing fresh water to their residence
Per his request, we have added *** *** address, *** *** *** *** *** ** *** to our internal “Do Not Mail” listWe ask that he please allow up to 4-weeks for the requests to be implementedIn the meantime, he may continue to receive pre-scheduled mailings while our system updates
We trust that this response provides *** *** with more clarity regarding our mailers and services, and thank you for the opportunity to respond

We are in receipt of the complaint filed by Mrs*** and regret to learn of her dissatisfaction
Our records indicate that Mrs*** called HomeServe on 12/6/to enroll in our Water Heater Repair/Replacement service contract (the “Contract”)During the call, Mrs***
informed our agent that she had an electric water heater at her residenceBased on this information, Mrs*** was deemed eligible for coverage under the Contract and her enrollment was processed
On 5/28/2015, Mrs*** contacted HomeServe to report an issue with her water heater and requested a service callHomeServe deployed *** *** (“***”) to Mrs*** home the same day to diagnose the problemOnsite, *** observed an oil-fired boiler, providing both heat and hot water to Mrs*** residenceAfter receiving notification from ***, HomeServe contacted Mrs*** the same day and informed her that oil-fired water heater systems were ineligible for coverage under the Contract and that she was due a full refund of all payments made to HomeServe for the ContractMrs*** declined the refund and spoke with a supervisor regarding the Contract
In response to this complaint, a member of our Customer Advocacy Team unsuccessfully attempted to contact Mrs*** via telephone on 5/29/2015, 6/1/2015, and 6/10/to address her concernsHomeServe has since been advised that Mrs*** sold her home on 5/29/HomeServe cannot process Mrs*** refund until a new mailing address is providedWe urge Mrs*** to contact us at *** at her earliest convenience
We trust this matter has been resolved to Mrs*** satisfaction, and thank you for the opportunity to respond

We have reviewed the complaint filed by *** *** and regret to learn of her dissatisfaction with our optional Exterior Water Service Line offer*** *** assertion that HomeServe is providing “misleading information” is wholly without merit
HomeServe is a leading provider of home repair
solutions with operations in states and has been serving customers in North America since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across North America, including CanadaHomeServe’s customers hold over million service contracts, and HomeServe has a 99% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating
Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factorHomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by *** *** to residential addresses to inform homeowners of optional home service contracts available in their areaThe mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of ConnecticutWe encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts
HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against water service line emergencies at their homesResponsibility for repairing the water service line typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing damaged exterior water service line componentsThe optional Exterior Water Service Line product offers homeowners protection from the costs associated with the repair or replacement of the water service line providing fresh water to their residence
Further, in her complaint, *** *** referenced our affiliation with *** Our mailers explicitly state: “HomeServe USA Repair Management Corp("HomeServe"), with corporate offices located at *** *** ** *** *** *** ** ***, is an independent company separate from your local utility or community and offers this optional service plan as an authorized representative of the contract issuer, *** *** ***, ** *** *** *** *** *** *** ** ***.”This disclosure is prominently displayed on the front page of the letter in the same size and type font as the other information on the page
HomeServe currently has partnership arrangements with over utilities across the country, covering over million householdsHomeServe’s use of the *** logo and name is the subject of a licensing agreement between the partiesAll mailing materials are reviewed and approved by *** prior to use
Per her request, we have added *** *** address, ** *** *** *** ** ***to our internal “Do Not Mail” listWe ask that she please allow up to 4-weeks for the requests to be implementedIn the meantime, she may continue to receive pre-scheduled mailings while our system updates*** *** stated that she was already enrolled in a coverage for her exterior water service line and indicated that she was concerned about the risk of customers purchasing duplicative policiesUnfortunately, from the available mailing lists, there is no way for us to know if a potential customer already has coverage with a different warranty company
We trust that this response provides *** *** with more clarity regarding our mailers and services, and thank you for the opportunity to respond

We have reviewed Mr*** complaint and are sorry to learn of his continued dissatisfaction
In response to this complaint, a member of our customer advocacy team (“CAT”) contacted Mr*** on 5/6/and informed him that his contractor, *** ***, had not submitted any documentation regarding his repair for HomeServe’s reviewMr*** understood and stated that he would await our receipt of the documentationMr*** also indicated that he was satisfied with HomeServe’s Revdex.com response and our efforts to assist him in resolving this matter
On 5/8/*** *** forwarded documentation regarding Mr*** repair to HomeServe; however, it did not contain the information needed for us to assess Mr*** reimbursement requestSince that time, HomeServe has made several unsuccessful attempts to obtain the required information from *** ***On 5/12/2015, Mr*** spoke to CAT and advised our agent that the *** *** technician who handled his invoice was on vacationMr*** stated that he would send his own documents directly to HomeServe and await the return of *** ***’s technician
As previously noted, upon receipt of the required documentation, we will review and reimburse the cost of any repairs that would have otherwise been covered under the terms and conditions of Mr*** Exterior Sewer/Septic Line coverage
We trust this matter has been resolved to Mr*** satisfaction, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: First, HomeServe did not set up an appointment to let us know they were coming as per their response " A repair appointment for the following afternoon was scheduled
A technician arrived onsite at 1:PM on 12/2/but no one was present at the ***’ residence" Secondly, HomeServe contacted us by phone (My wife and I were at work when the call came in) and told us we would be receiving a check for $as a gratuity for our troubleI telephoned back and left a voicemail confirming our address that was asked of meAs of this date, January 7, 2015, I have not received the check
Sincerely,
*** ***

We are in receipt of the complaint filed by Ms*** and regret to learn of her dissatisfaction
According to our records, *** *** had enrolled in several coverages with HomeServe through mailed enrollment formsMost recently *** *** enrolled in the following coverages:
*** *** *** *** *** ***”) on 3/14/2014, *** *** *** *** *** *** *** ***) on 7/21/2014, and Internal Plumbing and Drainage Coverage (the “Internal Contract”) on 2/28/When Ms*** enrolled in both the Sewer and the Water Contracts, she chose choice C., “One-Time Check or Money order”By enrolling through that choice, she paid in full for the contract year and did not sign up for auto renewalThe Internal Contract, however, she chose choice A, to enroll through EZ-Pay, in which customers enroll authorizing us to charge their account for quarterly payment and choosing to enroll in our auto renewal option
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with *** *** on 11/28/No resolution was reached in that conversationOn 12/7/2016, our CAT agent spoke with *** *** again, at this time *** *** advised that she only wished to be reimbursed $Our CAT agent agreed to send a check to her in the amount of $as a goodwill courtesyThe check was delivered via *** on 12/8/
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** ***, and regret to learn of his dissatisfaction
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed *** ***’ repair request historyAccording to our records, *** *** is enrolled in the Sewer/Septic
Line Coverage (the “Contract”)Our CAT agent was unable to locate a repair request from *** *** on 4/17/2017, or any date afterTo clarify the matter, our CAT agent attempted to contact *** *** on 5/3/2017, 5/4/2017, and 5/12/2017, without successHomeServe records show that the Contract was initially mailed to *** *** on 6/2/We would like to discuss this matter with *** *** and we would also like to confirm that he has received the copy of the Contract sent on 4/17/He may contact our CAT agent directly at ###-###-####
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We have reviewed the complaint filed by *** ***, and regret to learn of her dissatisfaction with her service call
According to our records, *** *** contacted HomeServe on 7/25/advised that she had a leak coming from her water service line*** *** stated that water was leaking from this line inside her basement, and that her utility company had shut the water off (presumably to prevent any property damage)HomeServe made efforts to deploy a contractor to assist with the repair to the water service line, eventually dispatching her service request to a local, in network plumbing contractor with availability between AM and PM the next day
*** *** had advised us that she wanted repairs to be completed by 8:PM that day, because otherwise her utility company would not be able to turn on her water service ban on until Monday morning*** *** contacted her own third-party plumber, who made repairs and charged her $We regret that we were unable to find a plumber in this timeframeHomeServe has reimbursed *** *** her repair costs, sending her a check via *** on 7/29/
On 8/8/2014, we were able to reach *** *** by phone and expressed our sincerest apologies for not meeting your expectations on the service callIn the interest this customer satisfaction, for a loyal long-time customer like *** ***, we have offered her complementary coverage, equivalent to what she currently enjoys at her home, for a second property which he owns (subject to availability in that area)
We trust this matter has been resolved to *** ***’s full satisfaction, and thank you for the opportunity to respond

We have reviewed the message submitted by Mrs***, and are sorry to learn of her continued dissatisfaction
Our contractors were onsite at the *** residence on 10/31/to perform diagnostic tests on the water service line at issue. On 11/4/2014, based on the results of the diagnostic tests, HomeServe approved a full water service line replacement.
Our agent spoke with Mr*** on 11/4/and informed him that HomeServe approved full replacement of his water service line. Mr*** was advised that the total cost to replace his water service line would exceed his policy’s annual benefit limit. However, we explained that HomeServe had agreed to pay any costs in excess of the benefit limit. In addition, we informed Mr*** that the replacement of the water service line would require additional plumbing work to be performed to the interior of his home. Our agent explained that these repairs were not covered under his policy and would need to be paid by the ***. Mr*** approved the replacement of the water service line and our contractor scheduled the replacement on 11/10/2014.
On 11/10/2014, we spoke with Mrs*** and confirmed that our contractors were onsite and repairs were underway. We thank the *** for their continued patience and for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction.*** ***’s complaint concerns the timeliness of his Heating System repairAccording to our records, *** *** enrolled his ***family home in HomeServe’s *** *** *** plan on October 12, via
telephone. On December 31, at 9:54am, *** *** called to report no heat in *** *. *** *** made an appointment for January 4, and requested sooner service. On January 3, at 12:27pm HomeServe offered to reimburse covered repairs if *** *** was able to find any licensed contractor who could do the job sooner. *** *** declined. On January 4, 2018, the HomeServe technician ordered parts for repair of the heating system. On January 17, at 2:33pm HomeServe had not yet received all of the parts needed for the repair. The HomeServe technician placed a call to HomeServe’s parts supplier to check part availability. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted the HomeServe Field Manager about the issue. The Field Manager confirmed that the missing part had been ordered and requested shipment directly to *** ***’s home address. The field Manager confirmed that he had spoken with *** *** about the situation. The CAT agent called *** *** on January 18, 2018, reached voicemail and left a message which was returned by *** ***. On January 19, 2018, the CAT agent called and spoke to *** ***. The CAT agent listened to *** ***’s concerns. The agent confirmed that HomeServe had requested the ordered part be shipped directly to *** ***’s home and that *** *** would call HomeServe to schedule the repair. *** *** was satisfied with this response. The CAT agent asked if there were any other concerns *** *** would like to discuss. *** *** indicated that there were not. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: you rejected the service call because you said the property is still under *** ***However, you continue to charged the bank account under *** ***So you basically charged the wrong bank accountYou should have charged *** ***'s bank accountThis is the reason I demand my money backPlease stop making excusesPlease email me instead because I am not available to answer the phone during the day and I want to keep our conversation in writing
Sincerely,
*** ***

We have heating service plan with HomeServe, which is supposed to include emergency servicesHeat went out on Thursday, called HomeServe and they sent technician Friday afternoonIdentified gas valve required but said they couldn't install till MondayTemperature is degrees outside, falling to teens and single digits at nightHave spent two nights already huddled in house trying to keep warmTwo more nights to goRepeated calls led nowhereWhat value is emergency heating plan in dead of winter if they don't fix four four days?

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction
A review of our records indicates that *** *** enrolled in the Exterior Water Service Line Coverage (the “Water Contract”) offered by HomeServe in 6/On 10/24/2015, HomeServe contacted ***
*** and offered to enroll him in the Exterior Sewer/Septic Line Coverage (the “Sewer Contract”)*** *** agreed to enroll in the Sewer Contract and informed our agent that we should use the same billing information that was already on file for the Water ContractOur agent informed *** *** that the first payment for the Sewer Contract ($1.00) would be billed on 10/25/2015, with payments of $on the 25th of each subsequent monthOur agent also informed *** *** that the Sewer Contract would automatically renew the following year
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 3/16/to discuss his concerns*** *** indicated that it was not a good time to talk and asked for a return phone call the following dayOn 3/17/2016, our CAT agent attempted to contact *** *** but was unable to reach himOn 3/31/2016, our CAT agent made a third attempt to speak with *** ***; however, we were unable to speak with him
Per his request, HomeServe has cancelled the Sewer Contract and processed a full refund to the payment method on fileShould *** *** wish to discuss this matter further, he may contact HomeServe directly at ###-###-####
We trust this response adequately addresses *** ***’s concerns and thank you for the opportunity to respond